Manager of IT Support

The Opportunity

Embry-Riddle Aeronautical University is seeking an on-campus Manager of IT Support to join the Information Technology Department in Daytona Beach Florida. This role is responsible for leading the Desktop Support team and overseeing the day-to-day operations of campus endpoint computing services.

The Manager of IT Support is a hands-on leadership position that provides supervision coaching and technical escalation support for complex system issues. This role ensures that all campus endpointsincluding computers instructional technology and point-of-sale systemsare properly managed throughout their lifecycle maintained in alignment with university IT standards and accurately inventoried and refreshed in a timely manner.

This position plays a key role in developing and continuously improving IT support processes and procedures to maximize efficiency resource utilization and service quality. The Manager of IT Support builds strong relationships with campus stakeholders ensuring that faculty staff and students receive responsive reliable and high-quality technology support that meets their needs.

Working within a collaborative and mission-driven IT organization this role supports Embry-Riddles global educational mission and contributes to a modern diverse and innovative technology environment.

Key Responsibilities

Leadership and Team Management

• Provide leadership direction and oversight for the Desktop Support team and campus IT support operations.

• Supervise desktop support staff establish priorities and set clear performance expectations and goals.

• Monitor individual and team performance provide ongoing feedback and support employee development and continuous improvement.

• Manage team workloads and assign projects to ensure timely and accurate completion of service requests and initiatives.

Endpoint and Lifecycle Management

• Oversee the full lifecycle management of campus endpoints including desktops laptops and point-of-sale systems.

• Ensure all devices meet university IT standards for configuration security maintenance and compliance.

• Maintain accurate inventory and tracking of all endpoints across the Daytona Beach campus.

• Manage endpoint refresh cycles and ensure timely replacement and deployment of hardware.

IT Service Delivery and Process Improvement

• Develop implement and maintain processes and procedures that ensure efficient consistent and high-quality IT support services.

• Continuously evaluate and improve service delivery models to enhance customer experience and operational effectiveness.

• Monitor work order systems to ensure timely resolution of service requests and incident management.

• Serve as an escalation point for complex technical issues requiring advanced troubleshooting and resolution.

Customer Engagement and Collaboration

• Maintain open communication with faculty staff and student stakeholders to understand technology needs and service expectations.

• Analyze complex business and technical requirements and recommend appropriate IT solutions.

• Build and maintain strong working relationships with campus partners to ensure alignment between IT services and institutional needs.

• Participate in meetings committees and campus working groups related to IT support and technology services.

Planning Coordination and Vendor Management

• Collaborate with other IT teams to support strategic and operational planning for campus technology services.

• Contribute to the development of short- and long-term plans for desktop support and endpoint management.

• Manage vendor relationships related to hardware software and support services including obtaining quotes and supporting contract processes as needed.

• Ensure effective coordination of external services and solutions to support campus IT operations.

About us

For nearly 100 years Embry-Riddle has been the worlds leading aviation and aerospace university educating more than 30000 students across residential campuses in Daytona Beach Florida and Prescott Arizona as well as through a global network of Worldwide locations and online programs. With more than 165000 alumni around the world our impact reaches every corner of the aerospace aviation defense and technology industries.

Today our faculty researchers and professional staff are advancing innovation across aviation space artificial intelligence cybersecurity autonomous systems and next-generation engineering. Working alongside industry leaders government agencies and innovators they are solving real-world challenges and shaping the technologies that will define tomorrow.

Whether you are an educator researcher administrator technologist or industry professional your work at Embry-Riddle will contribute to something bigger than a job. Join a community driven by discovery purpose and excellenceand help shape the future of aerospace.

• Generous Time Off:Enjoy up to 18 days of paid leave in your first year including 3 days granted upon hire and 15 days accrued throughout the year. Youll also receive 9 paid holidays including the day after Thanksgiving and the week between Christmas Eve and New Years Day.

• Tuition Coverage:Get 100% tuition coverage for yourself for one undergraduate and one graduate degree and discounted rates for your spouse and dependent children up to age 26.

• Retirement Contributions:ERAU contributes 6% of your base salary to your retirement plan and offers a 4% matching contribution with no vesting period.

• Personal Leave:Relax with 15 days of personal leave for non-exempt employees or 18 days for exempt full-time employees in your first year.

Required Education

• Bachelors degree in Information Technology Computer Science Information Systems or a related field.

• Management experience may be considered in lieu of formal education.

Required Experience

• Three to five years of related work experience in IT support desktop services or enterprise technical support environments.

• Previous management experience with a proven ability to lead coach and develop a high-performing technical support team.

• Experience supporting desktop technologies in an enterprise environment including hardware software and multiple operating systems (Windows Mac and Linux).

• Experience with Active Directory and enterprise desktop support tools including endpoint management systems such as Microsoft Endpoint Configuration Manager (SCCM/MECM) Microsoft Intune Addigy or similar platforms.

• Experience planning managing and implementing IT support tasks in a complex organizational or higher education environment.

• Strong project management experience including coordinating technical initiatives and service improvements.

Required Skills Knowledge and Abilities

• Strong technical troubleshooting skills with the ability to quickly diagnose and resolve complex hardware software and system issues.

• Demonstrated ability to develop implement and maintain effective IT support processes and procedures.

• Strong analytical and problem-solving skills with a focus on identifying root causes and implementing long-term solutions.

• Ability to understand diverse customer needs and translate business requirements into effective IT support solutions.

• Knowledge of current IT trends and best practices including desktop computing standards and basic networking concepts.

• Ability to build and maintain cooperative working relationships across IT teams and university departments.

• Strong customer service orientation with a commitment to responsiveness professionalism and service excellence.

• Excellent written verbal and active listening communication skills with the ability to communicate effectively across all organizational levels.

• Strong organizational skills with the ability to manage priorities workflows and competing demands in a fast-paced environment.

• Ability to remain composed under pressure and effectively manage difficult or sensitive situations.

• Ability to establish monitor and achieve team priorities performance goals and operational metrics.

• Demonstrated ability to learn new technologies quickly and adapt to evolving IT environments.

• Commitment to IT core values including continuous improvement accountability collaboration learning from mistakes and service excellence.

Minimum Experience Requirement

• Three to five years of relevant work experience in information technology support desktop services or a related technical field.

To submit your application for this opportunity please visit theEmbry-Riddle Career Siteand search for requisition number R311730. Please attach all relevant materials to your application when you apply online. Complete submissions include:

• Cover letter

• Full CV

• Contact information for at least three professional references (please note that references may be contacted as part of the interview/screening process)

Current Embry-Riddle employees:Please apply directly through the ERAU Employee Hub Central application within Workday.

Embry-Riddle is committed to fostering a workplace where all individuals are valued and respected. We strive to ensure that all faculty staff and students are treated fairly and provided equal opportunities for employment advancement compensation training and other benefits of employment. Embry-Riddle makes employment decisions including hiring promotions compensation and other terms of employment based on individual merit qualifications and abilities. Embry Riddle is strongly opposed to discrimination and harassment and such behavior is prohibited by university policy. Embry Riddle does not discriminate on the basis of race color national origin sex disability veteran status predisposing genetic characteristics age religion or pregnancy status or any other status protected by federal state or local law in its employment educational programs admissions policies financial aid or other school-administered programs or activities. For further information please visit ourwebsite.

Embry-Riddle is not seeking assistance from staffing or recruitment agencies. All agencies are directed to contactand should not reach out to hiring managers or staff.